CITIZEN'S PERCEPTION OF COMMUNITY PUBLIC SERVICES. CASE STUDY: GENERAL DIRECTORATE OF REGISTRATION OF PERSONS BRASOV

Abstract

Public administration and the services it provides have an important role in the lives of citizens. People use these services to solve various problems, and the interaction that people have with public servants can influence their opinion about the performance and quality of these services. The aim of the paper was to identify the factors that influence the perception of citizens from the city of Brasov about the public services for registration of persons and marital status, in order to improve them and make them more efficient. In order to fulfil the purpose of the paper, we established a series of objectives, such as identifying the citizens� level of satisfaction with the public services of Brasov County, as well as identifying the difficulties that citizens face when they use public services. In order to conduct the research we used a quantitative method and we applied an online questionnaire to 793 beneficiaries of public services from Brasov county, in the period between 15 November 2020 - 15 December 2020. The main findings of the research revealed that citizens of Brasov County have a positive opinion about the public services they have access to, their level of satisfaction being high, and that factors such as age and material wealth can influence their satisfaction with the public services. Hence, the research showed satisfaction with the public services increases with age, and that people from the urban area are more satisfied with the services than people from the rural area.